Transcript No Slide Title

DIRECTV Protection Plan
The ULTIMATE in Professional Technical Service
for the entire DIRECTV System
1
Introduction
• This section provides an overview of the
DIRECTV Protection Plan features and
key benefits.
• The section outline is as follows:
– First, I’ll provide you with an overview of the
training session.
– Next, I’ll summarize the video and answer
questions.
– Finally, we’ll complete an exercise.
2
Objectives
• Upon completion of this module, you will
be able to:
– Describe what is covered by the DIRECTV Protection
Plan.
– Describe what is not covered in the DIRECTV Protection
Plan.
– Understand customer eligibility.
– Understand how you can earn a commission.
– Learn how to use the buckslip share key benefits of the
Protection Plan to your customers.
– SIGN UP CUSTOMERS WITH PROTECTION PLAN.
3
Overview
• Make EXTRA money when you sign up eligible
customers for the Protection Plan.
• Protection Plan provides:
– Service calls
• System repair
• Dish alignment and relocation
– Equipment replacement
• Any standard or advanced receivers
– Includes DVR, HD receivers, and HD-DVR
• Cables, multi-switches, and splitters
• Remote controls
– Technical assistance 24 hours a day, 7 days a week
– Cost is $5.99 a month. That’s as little as 20¢ a day!
4
The DIRECTV
Protection Plan
http://satinstalltraining.com
5
Video Q & A
• What IS covered by the Protection Plan?
– Everything from the dish antenna to the receivers are
covered by the Protection Plan.
• Standard and Advanced receivers
– Owned or leased
• Cable and components in line, such as splitters
and multi-switches
• Remote controls
– The Protection Plan will repair or replace equipment
that fails at no additional charge in most cases.
– Power surge damage, including caused by lightning.
– Coverage is for 1 year, and automatically renews.
6
Video Q & A
• What IS NOT covered?
– Damage or failure resulting from abuse or accident.
– Acts of God, meaning catastrophic events like hurricanes,
tornadoes, floods, earthquakes, or fire.
– Stolen equipment
– Pre-existing conditions where the equipment was faulty.
– Moving equipment from room or to room, or adding
additional equipment.
– Antennas or rabbit ears.
– Removal of debris or snow from dishes.
– Alignment of antennas on boats or RVs.
– Phone jacks.
– The customer’s TV.
7
Video Q & A
• How much is the Protection Plan?
– Only $5.99 a month.
– That’s for ALL active standard and advanced
receivers on the customer’s account.
• Standard receivers
• Standard DVR
• HD receivers
• HD-DVR
• TiVo and UltimateTV
• Even owned receivers
– All for as little as just 20¢ a day!
8
Video Q & A
• Who’s Eligible?
– Any new or existing DIRECTV customer who
does not already have the Protection Plan on
their account can sign up, including:
• Customers upgrading their DIRECTV System
• Customers with a service call
• Cannot be $15 or more past due on their
account
9
Video Q & A
• How do you know if the customer
already has the Protection Plan?
– If the customer has already signed up
for the Protection Plan, you will see it
will be indicated on the Activity
10
Video Q & A
• If your customer does not have
Protection Plan, and wants to sign up,
what should they do?
– The new Installation Service Satisfaction
Checklist has a check box and separate
signature line
• Have your customer check the box.
• Have your customer sign their name on
the line
11
Video Q & A
• In order for you to receive commissions,
how should the work order be closed?
– If your customer signs up for Protection Plan
while on site, Protection Plan should be added
as an Order Line Item and submitted
successfully
– Once all Order Line Items have been added and
submitted successfully, the Activity (work
order) must be closed out
12
Video Q & A
• What is the best way to introduce your
customer to the Protection Plan?
– Before you begin the installation, simply hand
a Protection Plan Buckslip to your customer
– Personally recommend the Protection Plan
and share a few of the key benefits
– Let your customer know you will answer any
questions after the installation
– This is a sample of the Protection Plan
Buckslip
13
Protection Plan Buckslip
14
Video Q & A
• Can the customer cancel Protection
Plan?
– Yes, the customer may cancel at any time
• There is no cancellation fee if the service
is cancelled within the first month. This is
known as the “No-Claim period”
• There is a cancellation fee after the end of
the “No-Claim Period” if the customer
cancels before the end of 1-year
– The fee is $10.00 in all States except Illinois
and California where the cancellation fee is
$6.00
15
Summary
• Now that you have completed this
section, you should be able to:
– Describe what is covered by the Protection
Plan
– Describe what is not covered by the
Protection Plan
– Understand customer eligibility
– Understand how you can earn a commission
– Use the Buckslip to help explain key benefits
of the Protection Plan to your customer
– SIGN UP CUSTOMERS WITH PROTECTION
PLAN
16
Written Exercise
• Complete the written exercise in
your workbooks
• You have 10 minutes
17